The historic Count Basie Theatre in Red Bank, NJ is seeking an outgoing, service oriented, experienced Director of Ticketing Services to supervise our ticket sales operations. The Count Basie Theatre celebrates its 90th anniversary this year, and the leadership and Board of Trustees have announced a public vision and plans for the future, which includes further expansion and renovation.
Reporting to the Vice President of Operations, the Director of Ticketing Services is responsible for the day to day operations of the ticketing department and is the lead on all customer service issues. This position works in tandem with the Operations, Marketing, and Development departments. The Director of Ticketing Services is responsible for programming and monitoring the ticketing system, tracking daily sales and deposits, ticket account management and fulfillment, providing excellent customer service to all theater patrons, external clients, and ensure that all revenue generating opportunities are maximized.
This role is highly visible and interacts with sponsors, members, vendors, clients, and resident arts organizations (Phoenix Productions, CODA, New Jersey Symphony Orchestra, Monmouth Civic Chorus). The Director of Ticketing Services leads by example at all times and provides the highest level of customer service to all guests, vendors, clients, and staff. The Director of Ticketing Services will supervise and provide leadership to the Box Office Manager and Assistant Box Office Manager.
Perform all event set-up and administration of events in ticketing software.
Oversee and develop sales strategies to include group sales, series, promotional offerings, etc.
Create and monitor a customer service resolution tracking program to ensure that every single guest has a positive experience at the Basie.
Liaise with various departments, coordinating sales/ticket-related projects with Membership, Marketing, etc.
Hire, manage, train, motivate, and schedule Box Office staff.
Set up and execute VIP/Fan Club/Presales with third party ticketing agencies.
Handle special needs and ADA Accessibility compliance as it pertains to ticket sales.
Set a positive example for Box Office staff by modeling professional and expert customer service.
Develop and maintain documentation and training material on Box Office policies and procedures.
Demonstrate excellent customer service skills, respond promptly to customer inquiries and requests, and train all Box Office personnel in customer service standards.
Reconcile any issues between ticket sales and the financial department including shortages or overages in cash drawers, chargebacks, etc.
Advise and assist with the implementation, reporting, and generating of event reports using ticketing platform.
Create reports and lists at the request of department heads.
Minimum 6 years Box Office experience required.
Minimum 4 years managerial experience required.
Previous experience with Ticketmaster, AXS, or Tessitura required.
Previous experience managing a ticketing platform migration and implementation is required.
Excellent organizational skills with the ability to work in a collaborative environment, prioritize and manage multiple, ongoing projects.
Superior customer service skills with the ability to efficiently and effectively resolve issues for internal and external customers, frequently in a time-sensitive environment.
Excellent written and verbal communications skills.
Position requires the ability to accommodate a flexible schedule, including evenings, weekends, and holidays, as well as being able to perform in a fast-paced, dynamic work environment.
This is a full-time, exempt position. We require that you submit a cover letter, resume and salary requirements. No phone calls please. All applicants should have a minimum of 6 years Box Office/ticketing experience, as well as 4 years managerial experience and previous ticketing experience.
The Count Basie Theatre is a non-profit 501(c)(3) organization. The Count Basie Theatre is an equal opportunity employer which does not discriminate on the basis of race, color, sex, sexual or affectational preference, gender identity or expression, religion, creed, ancestry or national origin, citizenship, age, disability, marital or domestic status, veteran status, atypical hereditary cellular or blood trait, or any other legally protected status. This policy applies to all employment actions including, but not limited to, recruitment, selection, training, promotion, transfer, layoff, and termination, and job-related social or recreational programs.
The primary mission of the Count Basie Theatre is to serve the people of the State of New Jersey by providing a broad spectrum of quality entertainment and education programs that reflect and celebrate the diversity of the region; foster understanding and appreciation for the ennobling power of the performing arts; and create opportunity for cultural enrichment for people at all economic levels. I...t also is our mission to develop and maintain a world-class venue that enhances the enjoyment of these entertainment and education programs; contributes to the cultural and economic vitality of the community and the region; and honors the memory of Count Basie.